Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

The OnAgentStateChange event is generated when the agent state at the ACD changes. This may be as 
a response to a Login, Logout or SetAgentState request.

void OnAgentStateChange(Arguments& args)

void OnAgentStateChange (IArguments * args)

session_OnAgentStateChange (ByVal args As CtiosCLIENTLib.IArguments)

args

Arguments array containing the following fields.

PeripheralID

INT

The ICM PeripheralID of the ACD where the agent state change 
occurred.

PeripheralType

SHORT

The type of the peripheral.

AgentState

SHORT

One of the values in 

 representing the current overall state 

of the associated agent. 

SkillGroupNumber INT

The 

number of the agent SkillGroup affected by the state change, as 

known to the peripheral. May contain the special value 
NULL_SKILL_GROUP when not applicable or not available.

SkillGroupID

INT

The ICM SkillGroupID of the agent SkillGroup affected by the state 
change. May contain the special value NULL_SKILL_ GROUP 
when not applicable or not available. 

StateDuration

INT

The number of seconds since the agent entered this state (typically 
0).

SkillGroupPriority 

SHORT

The priority of the skill group, or 0 when skill group priority is not 
applicable or not available.

EventReasonCode

SHORT

A peripheral-specific code indicating the reason for the state change. 

SkillGroupState

SHORT

Values representing the current state of the associated agent with 
respect to the indicated Agent Skill Group.

AgentID

STRING The agent’s ACD login ID. 

AgentExtension

STRING The agent’s ACD teleset extension. 

CTIClientSignature 
(Optional)

STRING The Client Signature of the CTI Client that is associated with this 

agent. 

Enablement Mask

Contains the bit-mask that specifies what buttons can be enabled or 

disabled when the agent is on this state. 

UniqueObjectID

STRING A unique object ID for the agent object.

AgentInstrument 

STRING The agent’s ACD instrument number.